What is NLP?
Natural language processing is an AI algorithm that was designed to help machines understand sentiment. These algorithms are helping enterprises automate customer support on a daily basis.
A study found that 43% customers preferred to receive support via chat medium as compared to email, SMS or phone calls.
The beauty of utilizing NLP chatbots lies in their precision based responses targeted to queries raised around every topic of support.
You see an NLP chatbot can offer your customers the experience of speaking to a live agent without actually assigning human capital to these chats.
But the question remains, how reliable are NLP chatbots when it comes to customer support automation?
How NLP works in chat
The natural language processing algorithm follows two specific techniques when it comes to analyzing human language and offering customers contextual responses.
The first thing that an NLP chatbot executes is called syntactical analysis.
What it does here is scan messages from customers to break these words down into nouns and verbs.
The goal here is to gain a clearer understanding of what the customer’s intention is.
Once it has decided what words belong to nouns and what words belong to verbs, it then hands this message over to a process called semantical analysis.
Here the algorithm takes the query raised by the customer and compares it to a database of use cases that have been given to this bot as a reference.
Now the only way that this bot can get smarter with every interaction is – if this database is constantly updated.
This is where an elaborate FAQ analysis of your most important queries comes into the equation.
So let’s assume a customer initiates a chat enquiring about his recent order.
The NLP chatbot reads the message and calls API to pull up information from your order management system about the customer’s recent order.
So let’s say the refund process is in review and will take 3-4 days to get processed, the NLP bot sees that the order is in review and then has a reference from your use cases (that you fed via your FAQ doc) that such refunds take the above amount of days to get processed.
Once it has gained context of a user’s question and referred to your database – it can offer the customer a contextual response on the expected processing period of their refund.
How businesses can leverage Natural Language Processing to improve customers support
Today 51% of customers are more likely to make a repeat purchase from a business that offers a chat feature on their website.
This means that buyers today are looking for products that not only offer great deals but also come combined with awesome customer support.
Now how is it that you can appeal to this growing desire?
These chatbots are quick and effective in responding to customer queries as soon as they are raised.
While FAQ chatbots used to be the way to go, they posed a very prominent obstacle in offering instant responses.
You see these FAQ chatbots were only trained to offer responses to a predefined set of questions.
Any query that fell out of the purview of these questions – was immediately met with a confused chat system.
To create a more effective 24/7 support portal that works free of human involvement is what businesses should now strive to achieve.
The way to go is with Natural language processing chatbots.
These chatbots not only can read and respond to queries with targeted responses for every question, but they can also bring a level of contextual intelligence to every query.
It’s time to evaluate where you stand in the race towards awesome customer support.
Are you willing to let long wait times between raising a ticket and getting a response impact your satisfaction ratings?
Beyond the instant validation of a purchase lies the empire mentality where you convert and retain customers with support processes that give them the wow factor every time.
It’s your time to choose.